Instant Casino - A retirada do jogador está atrasada devido a problemas de verificação.

The casino has no issues when customers deposit money; everything works smoothly. However, as soon as you have a larger win and want to withdraw, they ask you to verify your identity. I complied by submitting even more documents, including official ones, that clearly prove that I am who I say I am. Three days have passed, and still nothing has happened. They keep stalling me. My lawyer will soon contact the Anjouan licensing authorities. Unfortunately, I've read so much online about issues with withdrawals that I am seriously concerned about this casino. The support team acts clueless and responds as if they are following a script, offering no reasonable answers. They are not helpful at all. I'm starting to believe what I read online about this casino. Withdrawals also take several days, contrary to their claims of instant transactions! I will likely need to go to the highest court to resolve this and win. I am willing to do whatever it takes to get my money, even if the effort becomes expensive, it does not matter.

Casino hat keinerlei Probleme damit wenn der Kunde einzahlt das klappt alles reibungslos .. sobald mal ein größerer Gewinn kommt und man auszahlen möchte wird man aufgefordert sich zu verifizieren.. das habe ich gemacht sogar mit mehr Unterlagen sogar von Behörden die ganz klar beweisen das ich es bin. Nach 3 Tagen ist immer noch nichts passiert und man vertröstet mich die anjouan Lizenz Geber wird auch zeitnah von mein Anwalt kontaktiert. Leider habe ich soviel im Internet gelesen das es Probleme gibt mit Auszahlungen das ich mir Sorgen machen bei diesen Casino. Der Support stellt sich dumm und antwortet wie nach einer Art Skript ohne jegliche vernünftige Aussage. Null hilfsbereit. Langsam glaube ich was ich hier im Internet lese über das Casino. Auszahlungen dauern auch mehrere Tage - nicht wie geworben wird direkt ! Ich werde vermutlich bis zum höchsten Gericht gehen müssen und auch Gewinnen. Ich werde alles tun bis ich mein Geld habe. Auch wenn der Einsatz dafür teuerer wird es spielt keine Rolle

Dear SvenK1010,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your withdrawal and the lack of support from the casino.

To help us assist you more effectively and mediate this situation, could you please provide further details regarding your case? Specifically:

• Could you confirm if this is the first time you are attempting a withdrawal with this casino?
• When you submitted the requested documents for verification, did you receive any confirmation from the casino that they were received and being reviewed?
• Did the casino provide a specific reason for the delay or request any additional information after you submitted your documents?
• Could you provide the exact timeframe of events—when you initiated the withdrawal, when the verification request was made, and when you submitted the documents?

If you have any communication from the casino (emails, chat transcripts, etc.), could you forward these to petronela.k@casino.guru? This will help us analyze their responses and process.

Your cooperation in providing these details is vital to ensure we can address your concerns effectively and work towards a resolution. For now, we advise postponing any legal action, including contacting the licensing authorities or proceeding with court measures. Escalating the matter too soon could hinder our ability to mediate effectively and potentially resolve the issue without additional complications.

We understand how frustrating delays like this can be, especially when expectations have not been met.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello, first of all thank you for your help! Many thanks

I have been registered there for about 3 months... but I have played with 100/200 euros and deposited a few times, maybe around 1,500. Withdrawals of 200/300 euros also worked.

When I topped up on January 17th and won 6,600, I could only make one payment of 250 and 1000. These were confirmed - the rest had to be verified. I paid out 3650 in the end

Verification was not possible because my ID card still has my old name on it before the wedding - all other documents are my name after the wedding... which means that no matter where I register, it has to be the same as in my passport. Therefore, verification would not be possible. But I sent all the documents - passport - selfie with passport - bank card - government document for the use of the name - and my registration certificate for my address. It is quite clear that even a blind person can see that everything is correct. I sent the documents on the 18th at around 9:00 a.m. Since then, no more messages.

I received 250 without confirmation or verification into my bank account.

I didn't receive the 1000 either, even though the payment was sent without verification.

In total there are 4 payments outstanding to me.

In live chat they always just say be patient and it's as if I'm always writing the same thing to bots.

So I wrote a complaint to Trustpilot today - my account was immediately blocked.

I feel like I've been ripped off. I've read a lot of similar cases about this casino on the internet and it's really strange.

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No, I didn't get any confirmation from the casino that my documents had arrived, but I sent them three times and in the live chat they said they were checking. No response for days since then.

No, I didn't get a reason why it was taking so long. Absolutely bad service.

Paid out on 17.01 at 16:30 approximately

All documents submitted on 18.01 at approximately 09:00

Today at 18:55 I found out that someone wanted my marriage certificate. I wasn't even informed by email

at 18:58 the marriage certificate was submitted via email and live chat

Hallo erstmal danke für ihre Hilfe ! Viele dank 

Ich bin seit ca. 3 Monaten dort angemeldet .. habe dort aber eher mit 100/200 Euro gespielt und paar mal eingezahlt vllt 1,500 circa. Auszahlungen die 200/300 Euro waren haben auch geklappt. 

Als ich am 17. janaur Geld auflud und 6,600 gewann, könne ich nur eine Zahlung machen von 250 und von 1000. diese waren bestätigt- der Rest musst eine Verifizierung gemacht werden. 3650 zahlte ich am Ende aus 

Die Verifizierung ist nicht möglich gewesen weil mein Personal Ausweis noch mein alter Name drauf steht vor der Hochzeit - alle andere Dokumente sind mein Name nach der Hochzeit .. heißt egal wo ich mich anmelde es muss ja so sein wie im pass. Daher wäre eine Verifizierung ja nicht möglich. Ich sendete aber alle Unterlagen - pass - Selfie mit pass - Bankkarte - staatliches Dokument zur namensführung - und meine meldebescheinigung von meiner Adresse. Es ist ja ganz klar dass das ohne Probleme ein Blinder sogar sieht dass das alles passt. Die Dokumente habe ich am 18. um circa 09:00 eingesendet. Seitdem keine Meldung mehr. 

250 die ohne Bestätigung bzw ohne Verifizierung waren habe ich auf mein Bankkonto erhalten. 

Die 1000 habe ich auch nicht erhalten. Obwohl die Zahlung ohne Verifizierung rausging. 

Gesamt stehen 4 Zahlungen an mich aus. 

Im live Chat sagt man immer nur geduld und es ist als schreibe ich mit Bots immer dasselbe. 

Also ich bei Trustpilot heute eine Beschwerde schrieb - hat man sofort mein Account gesperrt. 

Ich komme mir so verarscht vor. Vorallem habe ich im Internet genau bei dem Casino viele genau solcher Fälle gelesen das ist schon merkwürdig. 

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Nein habe keine Bestätigung vom Casino bekommen das meine Dokumente angekommen sind habe sie aber 3 mal sogar geschickt und im live Chat sagte man man prüfe das. Tage lang schon keine Antwort mehr seitdem.

Nein habe kein Grund bekommen wieso es so dauert. Völlig schlechter Service. 

Ausgezahlt am 17.01 um 16:30 circa 

Alle Dokumente eingereicht am 18.01 um circa 09:00

heute um 18:55 habe ich erfahren das man meine Ehe Urkunde haben möchte. Per Email wurde ich nichtmal informiert

um 18:58 die Eheurkunde per Email und livechat eingereicht

The casino has responded and will pay me out - we can close this case.

Das Casino hat geantwortet und wird mich auszahlen - wir können dieses Fall schließen.

Dear SvenK1010,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru